Team Lead | Healthcare Customer Experience

Resolv Global; Pachuca; Remote; MXN 137,000 - 195,000; Full time

Benefits offered by this job

Paid weekly

Paid training

Independent contractor

Job summary

Resolv Global busca un Team Lead para experiencia de atención al cliente en el sector sanitario, operando 100% remoto desde México. Liderarás un equipo, asegurarás productividad y calidad, y brindarás coaching para mejorar rendimientos, manteniendo una cultura centrada en el cliente y cumpliendo con horarios de negocio de EE.

UU. El rol es independiente como contratista y requiere bilingüismo, con disponibilidad para empezar de inmediato y una conexión estable.

Qualifications

• Experiencia previa como líder de equipo, supervisor o similar en un entorno BPO/centro de contacto.
• La experiencia en BPO es esencial.
• La experiencia en atención al cliente en salud es esencial.
• Fondo sólido en servicio al cliente.
• Al menos 1 año de experiencia remota.
• Completamente bilingüe en inglés y español.
• Excelente inglés hablado y escrito.
• Habilidades de comunicación, coach y resolución de problemas.
• Hábil con la tecnología y cómodo aprendiendo y trabajando con múltiples sistemas.
• Buena organización y atención al detalle.
• Mentalidad de verdadero jugador de equipo.
• Capacidad para trabajar en horario laboral de EE. UU.
• Disponible para empezar de inmediato.
• Computadora confiable, conexión a internet, headset y espacio de trabajo remoto adecuado.
• Cómodo trabajando como contratista independiente.

Responsibilities

• Liderar, apoyar, entrenar y motivar a un equipo de representantes de experiencia del cliente.
• Monitorear el rendimiento diario del equipo y ayudar a asegurar productividad y calidad.
• Proporcionar coaching y feedback para mejorar rendimiento individual y de equipo.
• Apoyar a los agentes ante escaladas de clientes e interacciones desafiantes.
• Mantener una cultura centrada en el cliente dentro del equipo.
• Monitorear asistencia, adherencia, rendimiento y compromiso del equipo.
• Identificar brechas de rendimiento y trabajar con integrantes para planes de mejora.
• Comunicar actualizaciones operativas, expectativas y feedback al equipo.
• Trabajar con formadores y otros líderes durante capacitación y transición a producción.
• Mantener profesionalismo, responsabilidad y comunicación en un entorno remoto.
• Adaptarse a procesos, sistemas y cambios de negocio.

Job description

Team Lead | Healthcare Customer Experience

Empresa : Resolv Global

Tipo de empleo : Tiempo completo

Remote / Work from Home

Salary : $6.5 - 6.5 hourly

We are looking for experienced Team Leads to join a growing, fully remote healthcare customer experience operation supporting a US-based program.

This is an opportunity for a hand-on leader who understands the BPO environment, knows how to support and motivate a team, and can maintain high standards across customer experience, productivity, quality, and day-to-day performance.

The right person will be confident working in a fast-paced environment, comfortable with U.S. business hours, and able to communicate professionally in both English and Spanish.

This is a fully remote opportunity in México only for qualified professionals who want to be part of a team where strong leadership and customer experience really matter.

What You'll Do

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and help ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Help maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback clearly to the team
• Work closely with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt quickly to changing processes, systems, and business requirements

Compensation & Work Setup

• $6.50 USD per hour
• 100% remote from México
• Paid weekly in arrears
• Paid training
• Independent Contractor arrangement

Technical Requirements (Essential)

To be considered, candidates must meet all technical requirements below:

• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam and Wired USB Headset
• i5 processor or higher
• Fibre internet with a wired connection (Ethernet cable)
• Backup power solution
• Microsoft Teams / Office 365

Applications that do not meet the minimum technical requirements may not move forward in the process.

Hiring Process

• English Resume Review
• Pre-Screen Questionnaire
• One-Way Video Interview
• Live Interview
• Final Interview

Important

• This is an English-speaking role that requires strong written and verbal English communication skills.
• All resumes must be submitted in English to be considered for the position.
• This role is only available to Mexican nationals currently residing in México.

What We're Looking For

Required:

• Previous Team Lead, Supervisor, or similar leadership experience in a BPO/contact center environment
• BPO experience is essential
• Healthcare/medical customer experience is essential
• Strong customer experience background
• At least 1 year of previous remote work experience
• Fully bilingual in English and Spanish
• Excellent spoken and written English
• Strong communication, coaching, and problem-solving skills
• Tech-savvy and comfortable learning and working across multiple systems
• Strong organizational skills and attention to detail
• A genuine team-player mentality
• Comfortable working U.S. business hours
• Available to start immediately
• Reliable computer, internet connection, headset, and suitable remote workspace
• Comfortable working as an Independent Contractor

Sobre la empresa

Resolv Global